Director – Customer Experience Transformation

foregroundllc; Riyadh Region; On-site; SAR 350,000 - 550,000; Full time

Job summary

foregroundllc is a large service-oriented organisation operating across Saudi Arabia, where customer experience is a strategic priority. The Director will lead CX transformation across channels, design CX frameworks and journey maps, and embed customer-centric metrics across operations.

The role requires senior CX or service-transformation experience, with strong stakeholder engagement and change leadership.

Qualifications

• Senior experience in customer experience or service transformation.
• Experience in consumer-facing environments.
• Experience in Saudi Arabia preferred.
• Strong stakeholder engagement and change leadership.
• Analytical capability with operational understanding.

Responsibilities

• Lead CX transformation initiatives across channels.
• Design CX frameworks and journey maps.
• Embed customer-centric metrics and accountability across operations.
• Oversee voice-of-customer analytics and continuous improvement cycles.
• Collaborate with operations, digital and frontline teams.

Skills

CX leadership

Stakeholder management

Change management

Analytical thinking

Operations familiarity

Job description

Our client is a large service-oriented organisation serving a broad customer base across Saudi Arabia. Customer experience is a strategic priority for differentiation and retention.

The Role

The Director will lead customer experience transformation initiatives across channels and touchpoints. This role will design CX frameworks, journey mapping, and service improvement programs. A key focus will be embedding customer-centric metrics and accountability across operations. The Director will work closely with operations, digital, and frontline teams. This role will also oversee voice-of-customer analytics and continuous improvement cycles. Executive visibility and cross-functional influence are central to success.

Candidate Profile

Candidates must have senior experience in customer experience or service transformation roles. Strong exposure to service-driven or consumer-facing environments is essential. Experience in Saudi Arabia is highly preferred. The ideal profile combines analytical capability with operational understanding. Strong stakeholder engagement and change leadership skills are required.